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K2 - Troubleshooting

TermDefinition
5W 2H What - Why - Where - When - Who - How - How often
5 Whys Ask Why 5 times to dig to the root cause
Ishikawa Diagram Use a fishbone model to branch off an examine categories of problems in more detail
Common categories for computer problems Hardware integration - Operating Systems - Application Software - Computer user
Gemba approach Do a walk to the actual place where the problems are occurring. Observe what is happening.
A3 Approach Define everything about a problem on a single sheet of A3 paper. Useful for large project type problems with close team of people.
A Problem Well-Defined is a Problem Half-Solved - means...? Take the time to clearly understand a problem at the very beginning. Communicate clearly with the user and understand their problem clearly.
 



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